Desktop Support Specialist II

Desktop Support Specialist II

Are you passionate about providing exceptional desktop support and troubleshooting for both local and remote users

Do you thrive in a dynamic environment where you can engage in project work, manage inventory, and support mobile devices

About our Team:

Our core team consists of 5 members in the Asia region. And we are supporting around 100 internal staff in Kuala Lumpur office. We are part of a global infrastructure and operations organization with more than 300 IT staff distributed worldwide. We pride ourselves on being a friendly, approachable, and inclusive team. Collaboration and support are at the heart of how we work, and we strive to create an environment where everyone feels valued, respected, and empowered to contribute.

About the Role:

We are looking for a dedicated and self-motivated individual to join our team as a Technical Support Specialist II. The ideal candidate will have at least 2 years of experience in desktop support, with a strong background in setting up and troubleshooting laptops and desktop systems. Our Specialist should possess skills in hardware and software installation, troubleshooting, and a basic understanding of software monitoring tools and backup procedures.

Responsibilities:

• Provide desktop support to users in the Kuala Lumpur office and, when required, to remote users within Kuala Lumpur.
• Provide remote support to users in other locations as needed.
• Prepare and configure laptops for local users and, when necessary, arrange shipment of laptops to remote users within Kuala Lumpur.
• Troubleshoot and provide desktop and software support.
• Manage and track inventory, including the procurement of equipment when required.
• Provide support for mobile devices, including iPhones, as needed.
• Participate in project-related work, reporting, and the collection and analysis of statistics and metrics.
• Monitor, support, and troubleshoot IT infrastructure, identifying and resolving operational issues such as system failures, performance degradation, and event correlation using a variety of software and hardware monitoring tools.
• Perform troubleshooting and resolve issues across all assigned areas of IT infrastructure, including hardware, software, telecommunications, business applications, and customer connectivity.
• Set up, configure, and deploy equipment to end users.
• Proactively improve end-user device health and enhance IT support by identifying and addressing potential issues before they impact users.
• Perform all other duties as assigned.

Requirements:

• Bachelor degree, technical certifications, or equivalent work experience required.
• At least 2 years of experience in desktop support.
• Ability to work independently and be a self-starter.
• Experience in setting up and troubleshooting laptops and desktop systems.
• Ability to work five days a week in the office (not a remote position), with hybrid work arrangement after probation.
• Formal training or certifications, such as Apple certification, are highly desirable.
• Skills in hardware/software installation and troubleshooting.
• Basic understanding of software monitoring tools and backup procedures.
• Good problem-solving skills.
• Basic understanding of AI, Data Analytics, Copilot Studio, Power Apps, and Power BI.

Work in a way that works for you

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working for you

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Flexible working arrangements
• Benefits for you and your family
• Life assurance and accident policies
• Access to learning and development resources

About the Business

LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.